Company earns top scores for product functionality and customer satisfaction

Sunnyvale, CA (March 7, 2012): eGain (NASDAQ: EGAN), the leading provider of cloud and on-site customer interaction hub software, today announced that it has been rated a Leader in Web Support and Contact Center Search categories by CRM magazine, a leading Customer Relationship Management industry magazine.

In its March 2012 issue, CRM magazine recognized eGain as a Leader in web support, an increasingly critical capability for businesses since the web is fast becoming the go to channel for customer service. It highlighted eGain’s best-of-breed status in knowledge management, multichannel support, social media and enterprise search. Kate Leggett, Senior Analyst with Forrester Research, observed, “eGain offers an excellent and complete web support solution, which is particularly strong in knowledge management.”

The magazine also named eGain a Leader in contact center search—recognizing eGain’s innovative capabilities in multichannel knowledge management, social harvesting, federated search, findability, and ease of use. “New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists,” added John Ragsdale, vice president of technology research for the Technology Services Industry Association (TSIA).

“We are honored to be rated a Leader in web support and contact center search by the premier CRM industry publication,” said Ashu Roy, Chairman and CEO of eGain.

About CRM magazine

CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.

About eGain Communications Corporation

eGain (NASDAQ: EGAN) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimize service process and grow sales—across the web, social, and phone channels. Hundreds of the world’s largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs).

Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA, and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA), or +91-(0)-20-6608-9200 (APAC).

Knowledge Management

Web Self-Service

One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

Video Chat, Text Chat, Cobrowsing

Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.

Artificial Intelligence for Customer Service

The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.